As soon as your order leaves our warehouse, you get a shipping confirmation by email with a tracking link. That link shows where your parcel is right now.
I haven't received a shipping confirmation
Our warehouse packs orders within 24 hours on business days, and weekend orders are shipped on Monday. If it has been longer than that, check your spam folder first. If there's nothing there, email us at hello@liljathelabel.com with your order number.
My parcel is on its way: how long should it take?
The delivery time depends on your country and the shipping method you chose, and it's counted in business days from the day the parcel leaves our warehouse. You'll find the delivery times for your country in Shipping costs and delivery times.
The tracking isn't moving, or the parcel is late
Tracking sometimes stands still for a day or two, especially over weekends and when a parcel crosses a border. If the tracking hasn't updated for several business days, or the parcel is clearly later than the delivery time of your shipping method, email us at hello@liljathelabel.com with your order number. We'll take it up with the courier and find out where the parcel is. You can also ask the courier's local customer service, who often have the most recent information.
The tracking says delivered, but I don't have the parcel
- Check your mailbox, door, stairwell and any safe place you've agreed with the courier, and ask the people you live with and your neighbours.
- Check which delivery option you chose at checkout. If it was a pick-up point or parcel locker, "delivered" may mean that the parcel has arrived there. The courier sends the pick-up code by text message or email, so check both, including your spam folder.
- Still can't find it? Email us with your order number as soon as possible so that we can open an investigation with the courier.
My parcel is waiting at a pick-up point
Pick-up points hold parcels for a limited time, and the last pick-up day is stated in the courier's arrival notice. If the parcel has already been sent back to us, see What happens if I don't pick up my parcel or refuse the delivery?